Customer Service Advisor

Hollybank Trustees Ltd; Wolverhampton; On-site; GBP 21,000 - 29,000; Full time

Benefits offered by this job

Pension match up to 7%

4 x Salary Life Assurance

Enhanced parental leave

Employee Assistance Programme

Cycle to Work Scheme

Free Eye Tests

Volunteering and Team Building Days

Job summary

Quanex ERA is recruiting a Customer Service Advisor to join our team in Wolverhampton. You will focus on customer needs, provide solutions from our product offerings, and deliver top-tier service via phone and email. Full training will be provided; experience in the hardware sector is helpful but not required.

The role emphasizes customer focus, accuracy, and proactive problem solving, with opportunities to engage in KPI-driven targets and cross-functional collaboration.

Qualifications

• Experience in a Customer Account Management role is desirable.
• Excellent written and verbal communication skills.
• Comfort with telephone and email-based customer interactions.

Responsibilities

• Deliver high-quality customer service via telephone and email to Key Account customers.
• Meet and exceed service targets within the team.
• Liaise with internal departments to resolve customer issues promptly.

Skills

Customer service

Telephone communication

Email communication

Attention to detail

IT systems experience

Tools

SAGE

Salesforce

Job description

Location: On site / Wolverhampton, UK
job type: Permanent / Full-time
Sector and subsector: Client Services | Account Management
Salary: Competitive salary

How the role will make an impact:

We are seeking a Customer Service Advisor to join ERA and explore the needs of our customers and provide solutions from our product offerings. This position is a customer focused role, meaning you will need to be great on the telephone and have a confident and helpful manner. Full training provided; experience of the Hardware industry would be a benefit but not necessary.

Main Tasks & Responsibilities:

• Deliver high quality and effective customer service via telephone and email to a range of Key Account customers.
• Achieve and surpass the required service targets within the team.
• Liaise directly with internal departments to resolve customer issues with a helpful manner.
• Identify and provide proactive recommendations to enhance the customer experience.
• Achieve set KPI's on a weekly & monthly basis.
• Administrative duties relating to processing of customer orders.
• Ensure the internal database is up to date and accurate.

Key Skills:

• Experience in a Customer Account Management would be desirable.
• Great accuracy and attention to detail.
• Excellent communication skills both written and verbal.
• Commercial acumen with KPI’s and order values.
• Experience using IT Systems such as SAGE and Salesforce.
• A positive and resilient individual who excels at all forms of communication.
• A creative and resourceful problem solver.

Drives Results - Pays close attention to the customer needs and questions.

Customer Focus - Tailors your approach based on the customer's needs.

Communicates Effectively - Asking questions to gather all the necessary information to resolve the queries correctly.

• Pension match up to 7%
• 4 x Salary Life Assurance
• Enhanced Maternity, Paternity, Adoption and Shared Parental Leave
• Employee Assistance Programme
• Cycle to Work Scheme
• Free Eye Tests
• Volunteering and Team Building Days

About Us:

We are not just another manufacturing company; we are part of something bigger!

We are Quanex, a global, publicly traded manufacturing company serving OEMs in the fenestration, hardware, cabinetry, solar, refrigeration, security, and outdoor products markets.

Our mission is to positively impact our customers, employees and shareholders and put them at the centre of everything we do, through innovation technology and best-in-class customer service.

Health & Safety Responsibilities:

In our company, the health and safety of our employees are our top priorities. We are committed to providing a safe and supportive working environment by adhering to the highest safety standards and regulations. Through comprehensive training, regular safety checks, and open communication, we ensure that every team member feels confident and protected while performing their duties. We continuously strive to minimise risks, promote well-being, and encourage a culture of safety across all levels of our organisation.

Join us, and be part of a team where your safety is as important as your success.